Data mining research for customer relationship management systems: a framework and analysis
International Journal of Business Information Systems
Web-based QFD: a collaborative technique for supporting the adoption of customers' voices
International Journal of Business Information Systems
Application of data mining techniques for customer lifetime value parameters: a review
International Journal of Business Information Systems
A systematic methodology to deal with the dynamics of customer needs in Quality Function Deployment
Expert Systems with Applications: An International Journal
Expert Systems with Applications: An International Journal
Design science in information systems research
MIS Quarterly
Customer portfolio analysis using the SOM
International Journal of Business Information Systems
Expert Systems with Applications: An International Journal
An integrative framework for customer relationship management: towards a systems view
International Journal of Business Information Systems
EC-Web'05 Proceedings of the 6th international conference on E-Commerce and Web Technologies
Voice of the customer: Customer satisfaction ratio based analysis
Expert Systems with Applications: An International Journal
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A conceptual model for complaint management systems is introduced in this paper. Complaint management systems comprise proactive and interactive parts. In this paper, the primary model and its elements were developed through literature review. Afterwards, based on the model, the performance of the tax affairs organisation with regards to voice of customer was surveyed and analysed. Evidences gathered from case study, at this stage, helped modifications in the primary model. Academics as well as tax affairs experts were then interviewed to evaluate the model. Existing models of customer complain management systems only focus on dealing with complaints. However, this paper takes a more comprehensive approach to design a model which deals with causes of complaints and also attenuating the potential for complaints. Proactive-interactive complaint management model is capable to deal with causes of complaint - prevention - even before a complaint is made. This will help organisations reduce costs of losing customer and of course higher profitability.